uCertifyPrep ITIL® 4 MP SCDS

01 Introduction +

02 The evolution of professionalism in IT and service management 4 topics +

• Organizations, people, and culture
• Building effective teams
• Developing team culture
• Summary

03 Using information and technology to create, deliver, and support services 10 topics +

• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation
• Artificial intelligence
• Machine learning
• Continuous integration, continuous delivery, and continuous deployment
• The value of an effective information model
• Automation of service management
• Summary

04 Value streams to create, deliver, and support services 4 topics +

• ITIL service value streams
• Model value streams for creation, delivery, and support
• Using value streams to define a minimum viable practice
• Summary

05 Prioritizing work and managing suppliers 3 topics +

• Why do we need to prioritize work?
• Commercial and sourcing considerations
• Summary